- Own end-to-end delivery of assigned BPO processes/accounts and ensure performance against contractual SLAs, KPIs, AHT, CSAT, Quality, Productivity, TAT, and other agreed metrics.

- Lead and coach Operations Managers, Team Leaders, and support functions to build a high-performing and accountable operations team.

- Act as the primary operational point of contact for clients, conducting governance reviews, performance discussions, escalations, and action-plan tracking.

- Develop and execute operational plans, capacity plans, staffing strategies, and contingency plans in line with forecasted business volumes.

- Monitor daily, weekly, and monthly performance dashboards; identify gaps and implement corrective and preventive actions.

- Drive workforce productivity, utilization, shrinkage control, adherence, occupancy, and cost optimization.

- Partner with Workforce Management, Quality, Training, HR, Finance, IT, and other functions to ensure seamless service delivery.

- Own operational escalations and ensure timely resolution of critical customer, process, people,



and technology issues.

- Drive Lean / Six Sigma, automation, process re-engineering, and continuous improvement initiatives to improve customer experience and reduce operating cost.

- Ensure compliance with client requirements, company policies, information-security standards, audit requirements, and applicable regulatory controls.

- Review P&L; / account financial performance, identify revenue or cost opportunities, and support budgeting and forecasting activities.

- Identify operational risks and business-continuity requirements and maintain appropriate mitigation plans.

- Prepare and present executive-level MIS, governance reports, business reviews, and performance insights.

- Support recent process transitions, migrations, launches, ramp-ups, and change-management initiatives.

- Drive employee engagement, retention, succession planning, capability development, and a strong performance culture.

📌 BPO - Delivery Lead - Mohali (Sahibzada Ajit Singh Nagar)
🏢 B2C Solutions Wll
📍 Sahibzada Ajit Singh Nagar